A new world order! Customer service is back!
…. or at least lets hope so.
Of late I am increasingly noticing companies bucking the trend of reducing costs to increase profits, and instead increasing cost to increase market capitalisation via improved customer service, and consequently increasing profits.
Example 1 - AAMI Insurance
AAMI have a slogan on their advertisements along the lines of “Call us and a real person will answer”.
Seriously how fantastic is this? Totally different to the majority of large companies who’s call centres are getting worse and worsen with long waits and offshoring.
Just last week I had to call Vodafone to change a typographical error in my details. I called every evening for a week and after attempting to navigate through the maze of their voice activated software I finally received a recorded message stating “Due to our fantastic range of products and services the wait to speak to an operator is greater than 40 minutes”. Needless to say when I finally got through I canceled my contract.
If it isn’t a long wait then it’s an offshore operator where there is a language barrier. Every time I phone such a call centre I find myself repeating each detail several times which can be both difficult and frustrating. Citibank is a shining example of this and their staff have often entered my details incorrectly. I have since moved to St George bank.
Example 2 - Bank of Queensland
Another prime example of a corporation following the customer service path, Bank of Queensland’s recent advertisements state “Customers have their own personal bank manager who know your name and give you their mobile number”. All I can say to this is WOW!!!
If the above 2 companies are fighting the current trend and if successful will be a big win for customer service. Will they start a new world order?
Oh and lastly remember at the end of the day your choice matters. Talk with your feet!
